Service Delivery Manager
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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong Tier-1 brand, metro location, and mid-level generalist role increasing candidate competition.
Role requires IT support and storage/compute domain expertise, moderately limiting cross-industry transferability.
Explicit 4-6 years requirement plus technical storage/compute expertise and team leadership increases screening strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Manage a team of technical engineers providing 24x7 remote support for core Compute/Storage products to global clients.
Own end-to-end service delivery including performance management, escalation, collaboration with regional and cross-functional teams, and operational oversight.
Drive capability development, process improvements, and participate in operational reviews to enhance customer outcomes and team effectiveness.
Minimum Requirements
4-6 years of experience in IT services/customer support, with at least 1 year as SME/Lead/L2 in technology support.
Experience managing a technical support team in a complex, critical escalation environment.
Technical/domain expertise in storage/compute products and knowledge of emerging technologies.
Engineering or IT degree; onsite work from office required 4 days a week.
Ideal Candidate Profile
Experienced in managing medium-sized technical teams within large, complex IT service/support organizations.
Skilled at cross-functional collaboration with regional geo leaders, account services, and training teams to drive customer-focused outcomes.
Capable of driving process improvements and capacity management in a support center environment focused on compute/storage technology.